Associate Customer Account Analyst

Please submit your resume in English.

Valero Administrative Services de México, S.A. de C.V., is dedicated to the importation of refined products directly into Mexico for further distribution, including branded sales. We are committed to the safe and efficient supply of gasoline, diesel and jet fuel to the growing Mexican market.

We are currently looking for an Associate Customer Account Analyst to join our high pace team.

The Associate Customer Account Analyst provides continuous and varied support to Wholesale Marketing customers, internal and external, in a prompt, professional, and confidential manner.

• Receives and logs in-coming customer calls, emails and information received regarding invoicing and billing requests daily in the ASTRO Case Management system.
• Researches customer billing issues by gathering information utilizing both SAP and bill of ladings. Suggests appropriate course of action for resolving recurring issues and coordinates more complex inquiries to the appropriate department.
• Communicates effectively with customers, terminal personnel, and other departments in the organization to ensure high quality and timely expedition of customer requests or complaints.
• Mitigates customer impact by appropriately routing customer inquiries / complaints to responsible parties. Works with distributor and sales teams to resolve issues related to customer inquiries.
• Makes decisions with appropriate action to the satisfaction of the members / customers per established guidelines. Contributes ideas on ways to resolve problems to better serve the customer and / or improve productivity. Participates in activities to improve customer satisfaction and business performance.
• Registers Unbranded Customers on Valero's Website Portal and provides instructions and assistance to customers requesting copies of invoices, posted rack prices, EFT notifications and terminal information from Valero's website portal.
• Prepares various reports as requested by management.
• Sets up master data, with guidance, by reviewing and analyzing the Customer Data Sheet / salesperson provided specifications for new truck rack customers, exchange partners, and specialty product accounts in SAP system.
• Assists in maintaining master data changes or deletions to existing customer and carrier accounts as requested by customer, Transportation Company or the salespeople for new loading numbers, load privileges at additional terminal locations, and add or remove loading numbers or carriers.
• Communicates daily with external customers, carriers, and terminal personnel to investigate and resolve billing discrepancies, loading issues, and master data changes or deletions to customer's account.
• Interacts daily with internal contacts; Salespeople, Cash, Credit, Billing, Exchange Accounting, Pricing, Inventory Accounting, Tax Department, and Product Supply & Distribution to investigate and resolve billing discrepancies, etc.
• Guides external customers on how to use the Valero Portal to retrieve more information regarding pricing, invoicing, electronic fund transfer (EFT) notifications, account inquiries. (When we have it online).
• Verifies carrier insurance and carrier access agreements for Valero owned terminals

Processes lockouts, unlocks, and inactivations of truck rack customer accounts in SAP, as needed and communicates requests to appropriate terminal locations.

Education / Experience